I switched to ProtonMail about 6 weeks ago and have had nothing but prompt, positive experiences with their support team. Going so far as releasing new import-export tools which specifically address issues I came across when migrating my mail over.
Bridge has been in development for while. I'm guessing that's the tool you're referring to. I've asked them about a few more complex scenarios with regard to sharing of mailboxes and group send-as features. My questions were well defined and not answered in their existing FAQ. The problem I experienced was that they gave me non-answers to my questions. Sure, I did receive a response (days later) but the response didn't address my questions. Since your issue seems to have been well defined I'm not all that surprised you had a more positive experience.